Desktop Support Supervisor

Mar 23, 2017
Administrative Jobs
Institution Type
Four-Year Institution

Basic Functions: Manage desktop support team consisting of three support specialists and provide hands-on technical/client support for associated service areas (PC/Windows, Mac OS, mobile devices, client management software, etc.) in an environment that consists of approximately 800 PCs and 600 Macs.

Essential Job Functions: * Manage a team of desktop support specialists (3), prioritizing team efforts as necessary. Develop team talent and provide opportunities for growth. * Streamline processes and ensure the adoption of technology solutions that align with organizational objectives in support of an evolving digital workplace. * Review performance metrics and establish/maintain a culture of continuous improvement and customer service excellence. * Oversee budgeting for service area. In coordination with the IT service desk, provide desktop support for other common workplace technologies, such as desk phones, softphones, headsets, printers and multifunction devices. * Lead the PC/Mac model selection process and work with logistics staff to manage replacement cycles. * Manage/maintain systems involved in the client support ecosystem, including software update servers, client management servers, imaging/PXE/WIM environment, and endpoint security. * Manage projects for service area. * Lead the development of a stable and secure image/OS deployment process on Windows and Mac OS. * Provide expert level support to faculty and staff for both office and lab/e-classroom workspaces. * The individual in this position may occasionally need to be available outside of normal work hours to assist in emergency events and to perform maintenance and upgrades. As a result, it is expected that they are reachable, within reason, via mobile device.

Minimum Qualifications: * Associate degree from an accredited college or university in a field related to this role. * Three years as a desktop support specialist or equivalent. * One year of project lead roles or supervisory experience. * Exhibit excellent interpersonal, verbal, and written communication skills. * Expert knowledge of either Windows (7/10) or Mac OS. * In-depth experience using at least one client management tool (SCCM, Kace, Zenworks, Casper, etc.). * Extensive knowledge of computer hardware (desktops, notebooks, tablets). * Excellent problem solving and troubleshooting skills. * Must be able to walk the campus, stairs/hills, and lift up to 30 lbs. * Demonstrated adaptability ensuring effectiveness in an environment with concurrent tasks and changing priorities and resources.

Preferred Qualifications: * Bachelor's degree from an accredited college or university in a field related to this role. * Two years of experience managing professional staff. * Relevant certifications. * Experience supporting mobile devices. * Experience with Google G Suite and/or Microsoft Office 365 in enterprise environment. * Evidence of personal focus on refreshing knowledge and learning new skills relevant to the field. * Understanding of IT best practices (ITIL) and how to apply within higher education environment. * Familiarity with scripting/coding concepts and best practices.

Salary: Competitive based on education and experience